Customer Service

Contact Us

 

 


Customer Service: [email protected]

 

INTERNATIONAL:  + 1 (646) 8108646
UK:  + 44 (870) 0688659


Monday - Thursday: 7am - 10pm (UK time)
Friday: 7am - 4pm (UK time) 
Sunday: 9am - 1pm (UK time)

 

Last updated June 26th, 2017

Frequently asked questions

CONTACT / MY ACCOUNT

How can I contact AlexandAlexa?
Please take a look at our Contact Us section for more information.

I have forgotten my password, what should I do?
If you cannot remember your password, click on the Account link at the very top of any page, and follow the "Forgot Your Password?" instructions.

Is my personal information kept private?
Please be assured that we consider all the information you share with us totally private and confidential. For details please read the AlexandAlexa Privacy Policy.

At no point will we share, rent or sell your personal information without your consent. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. Please note that we do not keep your credit card details online and these details are therefore protected from any breach of security. Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties. Financial information is used to check the user’s qualifications and to bill the user for products.

I have a new email address, can I update this in my customer profile?
Please contact our Customer Service department so they can help you with updating this information.

I am a retailer and wish to sell my brand at AlexandAlexa.
If you wish to sell your brand at AlexandAlexa, you can contact our buying team by sending an email to [email protected] Unfortunately, we do not have a direct phone number and can be contacted through email only.

I wish to get in contact with the marketing / PR team at AlexandAlexa
If you wish to get in contact with our marketing or PR team, you can contact us at [email protected] Unfortunately, we do not have a direct phone number and can be contacted through email only.


PRODUCT QUESTIONS

Does AlexandAlexa sell factory seconds or second hand products?
We only sell current season clothes from the most luxurious and up-and-coming designers. Our buying team selects the best pieces each season and our pricing follows guidelines from our brands and is in line with our competitors.

How do I find a specific item?
You can look for an item by typing in the product name or code into the ‘Search’ box at the top of our website. Alternatively you can filter by product type or category using the tabs at the top of the page. Use the left hand navigation panel to select by ‘Gender’, ‘Age Range’, ‘Colour’, ‘Designers’ and ‘Shoe Size’.

Can I return an item that does not fit and exchange it?
You can return an item for a full refund, but unfortunately we cannot issue exchanges for a different item. We can only exchange item(s) for the same item in a different size. You will need to place a new order through our website if you would like a different item. You will be able return your item as long as the item is in the same condition, unworn and all tags are attached within 28 days.

Do you have sizing guidelines?
Yes, we have a size guide where you can find information about recommended sizes. Please note that this is a guideline only, sizing differs from brand to brand and every child is unique.

Can you measure a certain item?
No, unfortunately we are unable to do this. We realise it is sometimes difficult to pick the right size, so please do contact our Customer Service team for help and advice before ordering.
In general, we have found that continental brands run small to size, UK brands run true to size and US & Scandinavian brands tend to run large to size.

My item is faulty, I wish to send it back for a refund
In the unfortunate case that you have received a faulty / damaged item, please contact our Customer Service department so that they can help you.

Care of Garments

Washing Wool
-Always clean woollen items before storing.
-Wool is very delicate and will shrink if washed in temperatures over 30C
-If there is a wool option on the washing machine that is best.
-To eliminate the risk of shrinking wool items, do not twist, wring, or agitate it-if hand washing it should be swirled, then rinsed, and the water should be pressed out.
-When using soaps or detergents, they should be as close to a neutral pH as possible.
-Adding a tablespoon of white vinegar to the last rinse, will allow the wool to have the correct pH and is a great conditioner to ensure softness.

About the Wool Fibre
-The wool fibre has many natural and organic characteristics which allows for many advantages for day to day wear! 
-Wool fibres are made to trap air which allows for warmth in colder months.
-The outside of wool fibres repel water, however the inside will absorb water.
-Although woollen fibres are made to repel water, at a certain point of water intake, the process will reverse, and the water will begin to absorb to the core of the item

To Dry
-Squeeze out and roll up in a dry towel to remove excess moisture.  Do not dry on direct heat, on a radiator rack is fine, but not directly on the radiator.
-Items that are not heavy can be line dried. -Items that contain a lot of moisture, and are heavier, should always be dried on a flat surface.

The delicate and wool cycle are two very different things.  The delicate cycle spins too much and may cause shrinkage of the items.
 

ABOUT MY ORDER

Can I change or add anything to my order?
Unfortunately we can not change or add anything to your order after it has been placed. You will need to make a new order if you wish to purchase further items.  

Can I cancel my order?
Please contact us as soon as possible. If your order has not been shipped we might be able to cancel it. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to cancel your order.

Can I change my order delivery address?
Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address. However, please note that as our warehouse works continuously on shipping orders, we cannot guarantee that we will be able to change it. If you have paid with a Klarna invoice, we will not be able to change the delivery address on your order.

How will my order be packaged?
We take extra care to send your item(s) securely wrapped so your order will not be damaged during the delivery process.

How will I know that you have received my order?
We will send you a confirmation by email as soon as your order has come through in our system.
Please note that it may take up to one hour before you receive this email. This is due to the fact that the payment needs to be approved by your payment provider.

As soon as your order has been shipped, you will receive a dispatch email with your track & trace number.

I have received the wrong item, what do I do?
Please contact our customer service team directly within 7 days from receiving the item, so we can solve the issue.

I have not received all of my items, what do I do?
It could be that there is a second parcel on its way, especially with larger orders. However, always contact our customer service within 7 days from receiving the order so we can help you.


HELP WITH PLACING AN ORDER

I cannot login, what do I do?
If you cannot remember your password, click on the Account link at the very top of any page, and follow the "Forgot Your Password?" instructions.

Do you take orders via phone / email?
In the interests of protecting your privacy, we are unfortunately unable to place orders on your behalf. We can only accept orders and payments that come through our website.

I cannot create an account?
You do not need to create an account before you place an order. When you place and pay for your first order, we will ask for your personal information, such as your address and email. After that you are automatically registered on the email address you used.

Do you ship to my country?
You can select your region by clicking on the country at the top of the page. This can be changed whilst you shop, or at the checkout.
Please note that you may be charged a customs fee / duties when you order from our website if you are based outside the European Union. If you are unsure about the rules in your country, or for more information, we recommend you contact your local customs office.

Payment and prices

How do I make a purchase?
Once you have found an item you wish to purchase, select the size you require and click ‘Add to Bag’. You can continue shopping and adding items to your ‘Shopping Bag’ or go straight to ‘Checkout’. Once you are happy with the items and ready to purchase, click ‘Shopping Bag’. Fill in your address information and choose how you wish to pay. Continue through to the payment process to confirm your order.

Which payment options do you offer?
You can pay with your credit or debit card. We accept Visa, Eurocard and Mastercard. Alternatively, you can pay through your Paypal account. You can also pay through Paypal as a guest using your credit / debit card.

Within the UK, Austria, Germany, and Finland you can also pay with Klarna. For more information as to how Klarna payment works, please see the next question. All of our credit card payments within these countries are also handled by Klarna, you will also be able to pay with AMEX within these countries.

How does Klarna work?
Within the UK, Austria, Germany, and Finland you will be given the option to either pay now, or pay after delivery. This payment option is handled by Klarna.

If you choose to pay later, you will receive a notification by email once your order has been shipped. You will not receive the Klarna invoice when you place your order, but once it has left our warehouse.

If you are in the UK, Austria, Germany or Finland and are not given the option to pay later, but would like to, please contact Klarna directly by visiting: https://www.klarna.com/uk/personal. If you wish to pay for you order before it's been dispatched, you'll be given this option once you complete your order.

Please note, that the option to pay with an invoice is currently only available within the UK, Austria, Germany and Finland.

What is Klarna?
Klarna is a well-established company in Sweden that specialises in payments for online shoppers. If you shop with AlexandAlexa and you are based within the United Kingdom, Austria, Germany, or Finland, your credit card payments and refunds will be processed by Klarna.

If you wish to order but do not want to pay until you have received our purchases, you can choose to pay up to 14 days after delivery.

Unfortunately we can only offer the pay after delivery option within the United Kingdom, Austria, Germany, and Finland at the moment.

Why can I not pay with the pay after delivery option?
Sometimes the option to pay after delivery does not appear as a payment option. This may depend on either Klarna not having enough information to approve the pay after delivery option, or the amount is too high.

If you have any issues, please do not hesitant to contact our customer service team, or Klarna directly.

Please note: we can only offer the pay after delivery option within the UK, Austria, Germany, and Finland.

How can I contact Klarna?
If you have any questions about your credit card payment or invoice, you can contact Klarna through www.Klarna.co.uk/personal

You can contact them both via email or phone, and their team will be there to assist you.
 

In which currency will I be charged?
All our prices are either in Euro, GBP or US dollars depending on where you live. We are unable to charge you in any other (local) currency.

Do I have to pay a customs fee / import duties?
All US orders are now shipped on a DDP (Delivery Duties Paid basis). This means that all relevant import taxes and duties are included in the final purchase price shown on the Alex and Alexa site.

As we are shipping from the European Union, please be aware that customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.

If you have not received your order after 6-7 business days, or if you have any issues with your delivery, please contact us.
Exception: For orders to Hong Kong, China, or The Middle East, orders will take between 10-21 days to arrive when you choose Post Standard Delivery. For more information please do not hesitate to contact us

  If you live within Russia or Azerbaijan it may take up to one month for the order to be delivered. For more information please do not hesitate to contact us. We offer Russian speaking customer service.

I have a voucher / discount code that does not work, what do I do?
In case you have received a gift voucher or a discount code and it does not work, please contact our Customer Service team so we can help.

Does AlexandAlexa have seasonal sales?
AlexandAlexa offers seasonal sales, and we have a year-round Sale department, which can be found at the top of every page. Please note we cannot guarantee that our sale prices will be equal to – or less than – discounts at other boutiques.

The item I bought is now on sale, can you refund me?
It is very difficult for us to know if and when something will go into sale. As a result we are unable to refund the difference if an item goes down in price after you have made a purchase.


Delivery and returns.

Detailed shipping information can be found here.

How is my order delivered, I live within the UK?
Your order will be delivered with UPS. The delivery time is around 2-7 business days depending on where you live. You can even choose to pay extra and get your order delivered with express. All orders that come in before noon on business days will usually be delivered the day after. (Please bear in mind that delivery to islands and remote areas may still take another day).

You will receive a tracking number that allows you to track your parcel from door to door.

How is my order delivered, I live outside of the UK?
Your order will be delivered with UPS. The delivery time is around 2-7 business days within Europe and 2-7 business days to the rest of the world, depending on where you live.

You will receive a tracking number that allows you to track your parcel from door to door.

Do I have to pay a customs fee / import duties?
As we are shipping from the European Union customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.

If you have not received your order after 6-7 business days or if you have a feeling something is (going) wrong with the delivery please contact us so we can help you.

How do I return my item?
You will find a return form and an UPS return document with instructions included in your parcel. Follow the instructions on the return form, if you need help please contact our customer service team.

Do you have free returns?
Free returns are available for the following countries: UK, USA, Australia, Germany, Hong Kong, Finland, United Arab Emirates, Ireland, Saudi Arabia, Norway, Denmark, Sweden and France. Orders made outside these countries will need to pay to return an item. Please see below for more information.

What are the terms & conditions for returning an item?
As we understand it can be difficult to get the right size you can always return an item.  We accept items that are as new, i.e. unworn, in their original packaging and tags attached.
If you have ordered shoes, or any other item that is delivered in a box, please bear in mind that the box is part of the item. Do not tape or write directly on this box, as we will not be able to accept your return.

For hygiene reasons we cannot accept returns on underwear and jewellery. Please bear in mind that swimwear must be tried on over underclothing, and swimwear without the protective strip will not be accepted.

How long does it take for my return to be processed?
It usually takes around 2-3 weeks after returning an item until we have processed your return. The shipping itself is usually around 3-4 business days. After your parcel has arrived at our warehouse it takes a few days for our returns department to process and register your return. This is due to the fact that they have to check and register all returns manually.

However, during busy periods, such as sale, it may take up to 30 days for your return to be processed.

How long will it take for my refund to be visible?
It usually takes a 2-5 business days for refunds to be visible on credit cards, and 1-2 business days for Paypal refunds to show from the day we issued the refund.

Please note that some banks do not show refunds until your next (monthly) overview. For more information, please contact your bank as they may still be holding on to the money.

Do you refund the shipping costs from my original order?
We offer free shipping for orders over a certain amount. However, if you have paid for shipping, we are unfortunately unable to refund these costs.

How soon will I get my money back?
Refunds will usually be made within 14 days of the date of return of the item to AlexandAlexa. All undamaged, correctly returned products will be credited to the original method of payment.  For more information in regards to this, please check the returns section on our website.

Note: If you have a question that is not answered on our site you can email us at [email protected].

 

Happy customers

Why Shop With Us?

Founded in 2007, AlexandAlexa has grown to become the leading online style destination for kids. Our expert buyers source the best childrens brands from around the globe, so that you can shop the latest collections at the click of a button.

From browsing our site to the parcel landing on your doormat, our friendly London-based Customer Service team are on hand seven days a week to make sure your shopping experience is as enjoyable as possible. We deliver worldwide and our team speak a variety of different languages, so wherever you are, we are here to help.   
 
We are constantly improving our site to make it easy and fun to shop. If you have any questions, please do get in touch with us at: [email protected]

Did you know...

Our website has won a few awards too! Here are a few of our achievements that we’re very proud of...

Junior Design Awards 2015, 2014, 2012 and 2011
Best Online Fashion Retailer: AlexandAlexa

Baby & Me Style Awards 2014
Best Online Fashion Retailer: AlexandAlexa

Global Kids Fashion Week
AlexandAlexa pioneered the first Global Kids Fashion Week in 2013, showcasing premium kids' fashion from both established designers and emerging names with proceeds from the public fashion donated to Kids Company, the charity partner.

 

What our customers say about us…

Claire McBrearty - UK - 10/02/15
Got my items yesterday after only ordering at the weekend, beautifully packaged too, gorgeous dresses! Thanks very much will definitely order again!

Heather Rou - Minnesota USA - 27/02/15
I just wanted to say thank you for such outstanding service. $5 shipping to the USA and delivery two days after purchase?! Amazing stuff. I will definitely be a returning customer. Thank you

Vasilis Margaritis - Greece - 12/11/ 2014
I placed my order Thursday morning and received it in Athens the next day. My order was as described and I enjoyed the gift box and the shopping bag included. I will definitely shop again and recommend the shop to my friends.

Returns & exchange policy

 

FREE RETURNS ON SELECTED COUNTRIES

Free returns are available for the following countries: UK, USA, Australia, Germany, Hong Kong, Finland, United Arab Emirates, Ireland, Saudi Arabia, Norway, Denmark, Sweden and France. Orders made outside these countries will need to pay to return an item. Please see below for more information.

You can return any item (as long as it is in the same condition as when you received it) to us within 30 days of receiving your original order, including sale items.

If you are returning from one of our free return countries:

It’s very simple! A pre-paid UPS label will be included in your parcel. Stick this on the front of your parcel and contact UPS for a collection or drop it off at a UPS collection point.

When returning from the UK, you will only be refunded the shipping cost for a full return if you choose for the order to be delivered to a UPS access point.  For standard and express delivery options, you will be obligated to pay the difference between the lowest delivery option and the option that you have chosen. 

 

In order to continue to offer free returns, we can only offer one free return per order.  

OUR RETURNS POLICY

We will accept item(s) provided they are returned as new, i.e. are unworn and have been returned with the original packaging, including tags, within the time limits set out below. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. This includes animal hair and fur.  Please bear in mind that if an item came with a hanger, this is also a part of the item and needs to be returned as well.

 

All items that are sent back should include a completed returns form. Unidentified parcels may not be refunded.

SHOES OR BOXED ITEMS

  • Shoes must also be returned unmarked and in their original shoe box. Please do not use the shoe box as protective packaging. To ensure you have the right size, you are more than welcome to try them on inside, on a soft carpeted surface. 
  • AlexandAlexa will not accept shoes with any sign of wear and tear.
  • Items presented in a branded box must be returned unmarked in their original, undamaged packaging as this is considered part of the product. Please note that items returned without their box or in a damaged box will NOT be accepted.

SWIMWEAR OR UNDERGARMENTS

  • For the purposes of hygiene reasons, underwear is non returnable, and swimwear must be tried on over underclothing, ensuring that the protective hygiene strip remains in place and intact. If the protective strip is missing upon receiving the item, please contact our customer service in case you wish to return. Otherwise this return will be denied and the item will be send back to you.

JEWELLERY

  • Jewellery items for piercings must not be tried on before return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

FAULTY GOODS

  • The Sale of Goods Act 1979 (as amended) provides for the return of faulty item(s). An item(s) is deemed faulty if it is received damaged or has a manufacturing fault that is immediately evident or occurs within 6 months of the item(s) being received. Where possible item(s) will be repaired or replaced for the same product, in the same size and colour, subject to availability. If the item(s) cannot be repaired or replaced for the same item, a full refund will be issued. Repairs do not come with any guarantees. Any items returned as faulty will be inspected and any items deemed subject to fair wear and tear will not be accepted as faulty.
  • Always contact our customer service with a picture of the faulty item first, and they will help you further. Do not send any faulty items back before contacting us first.

EXCHANGES

  • Exchanges can only be accepted for the same item(s) in a different size, subject to availability and will only be made once we have received the returned item(s). We cannot reserve any items for an exchange.

FAULTY ITEMS

  • In case you receive a faulty or dirty item by mistake, always contact our customer service within 7 days of receiving the item.

GIFT RETURNS

  • If you have received an item(s) as a gift you can exchange it for another size. If the requested size is not available, we will automatically issue a refund to the account / customer that placed and paid for the order. We cannot issue gift vouchers for returns.

Reclamations:

If the item you have purchased shows any sign of a production error and does not live up to the standard you expected, please contact our customer service with a picture and your order number as soon as you notice this. Please understand wear and tear is not a valid reason for a reclamation, only obvious production errors can be approved. All reclamations must come in within 6 months from the day you received the order.
If the item shows any damage when you receive it, contact us within 7 days from receiving the item. 
Please be aware that if you do not contact our customer service first and / or the reclamation was not approved before you returned this to us, AlexandAlexa.com has the right to refuse the return. 

How to return an item:

All items returned should be returned with a completed returns form. Unidentified parcels may not be refunded. We ask that you return your items to us within 30 days of receiving them. Simply follow the steps below:

If you are inside the threshold for FREE RETURNS

1. Complete the return form enclosed in your order.

2. Wrap the item securely making sure the completed return form is inside the package.

3. Affix the UPS Free Returns Label provided to the outside of the package.  For returns outside of  EU countries please also fill in the commercial invoice supplied with your order

4. Drop the item off at your UPS Access point or book a free collection with UPS at 03457 877 877 (UK)  or visit www.ups.com for your local number. Don’t forget to request proof of postage for your records

If you are inside the threshold for PAID RETURNS

1. Complete the return form enclosed in your order. For returns outside of  EU countries please also fill in the commercial invoice supplied with your order.

2. Wrap the item securely making sure the completed return form is inside the package.

3. The return should be sent to: Alex and Alexa, Box 87, 55112, Jönköping, Sweden. Please ensure you return using either UPS, DHL or the post. Don’t forget to request proof of shipping for your records.

Please note that if you are sending a return from Greece, you will need to post (NOT DHL/UPS) the item(s) to the following address:  Alex and Alexa, Box 87, 55112, Jönköping, Sweden

Receiving A Refund

Refunds will be made to you within 30 working days of the cancellation date of the order (for items not shipped) or from when the returned item(s) are received by AlexandAlexa.com.  The refund will be credited to the same account that was used at the moment of purchase.

 

In order to continue to offer free returns, we can only offer one free return per order.  

 

Duties On Returns

Please note we are unable to refund delivery or import duties. However, after we have processed your return we can send you a copy of the credit note. Leave a note in your parcel or contact customer service so we can help you. 
You can send this to your local UPS / customs office for possible reimbursement of your customs charges. This is not something we can do for you.

Cancelling Your Order

You have the right under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order at any time before delivery of the items(s) or within 7 working days of receipt of the item(s) by following our returns process. You will be refunded the full postage charge of your item(s) where the entire order is returned.

If your order has already been shipped, our customer service team will issue a refund as soon as we have the confirmation from our delivery company that the parcel is stopped in transit and returned to us.

How To Cancel Your Order

Please notify our Customer service Team in writing by email: [email protected] Upon receipt of your email, a confirmation email will be sent to you. In the instance where your order has already been delivered to you, please complete the Refund & Exchange form included with your order . Please note that AlexandAlexa.com reserve the right to refuse unidentified order returns.

If your order has already been shipped, our customer service team will issue a refund as soon as we have the confirmation from our delivery company that the parcel is stopped in transit and returned to us.

Service update

Normal Service

We have extended the opening hours of our customer service so that our customers are able to contact us at their own convenience.

We will try to ship all orders within 1 business day.

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Opening Times:

Monday - Thursday: 7am - 10pm (UK time)
Friday: 7am - 4pm (UK time) 
Sunday9am - 1pm (UK time)


You can contact us by email at [email protected], or by telephone on + 44 (870) 0688659 for UK customers, and + 1 (646) 8108646 for International customers.

We will respond as quickly as we can, usually within one hour during opening times.

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Last updated: June 26th, 2017

 

Size guide clothes

 

The World's Best Kids Brands

Size Help & Product Measurement

 

Size Conversion Chart

Approx Age Height (cm) Height (inches)
0 - 3 months 56 cm 22"
3 - 6 months 62 cm 24½"
6 - 12 months 68 cm 26¾"
1 years 80 cm 31½"
2 years 92 cm 36¼"
3 years 98 cm 38½"
4 years 104 cm 41"
5 years 110 cm 43¼"
6 years 116 cm 45¾"
7 years 122 cm 48"
8 years 128 cm 50½"
9 years 134 cm 53"
10 years 140 cm 55"
11 years 146 cm 58"
12 years 152cm 59¾"
13 years 155 cm 62"
14 years 158cm 62¼"
15 years 166 cm 66"
16 years + 174cm + 68½" +

Need help finding the perfect size?

Our Customer Service Advisors can provide detailed information for any of our products.
EMAIL: [email protected]
TELEPHONE: + 44 (870) 0688659 if calling from the UK, + 1 (646) 8108646 from anywhere else in the world 

Size guide shoes

The World's Best Kids Brands

Size Help & Product Measurement

 

Size Conversion Chart

Estimated Age Foot Length UK EU US
0 - 1 months 8.6 0 15 0
0 - 3 months 9.3 0 16 1
3 - 6 months 10 1 17 2
6 - 9 months 11 2 18 3
6 - 9 months 11.6 3 19 4
9 - 12 months 12.3 4 20 5
12 - 18 months 13 4.5 21 5.5
18 - 24 months 13.7 5 22 6
2 years 14.4 6 23 7
15 7 24 8
3 years 15.6 8 25 9
16.3 8.5 26 9.5
4 years 17 9 27 10
5 years 17.7 10 28 11
6 years 18.4 11 29 12
7 years 19 12 30 13
8 years 19.7 12.5 31 13.5
20.4 13 32 1
9 years 21 1 33 2
10 years 21.7 2 34 3
11 years 22.3 2.5 35 3.5
12 years 23 3 36 4
13 years 23.6 4 37 5
14 years 24.3 5 38 6
15 years 25 6 39 7
16 years + 25.7 7 40 7.5
26.4 8 41 9
27.1 9 42 10
27.8 10 43 11
28.5 11 44 12
29.2 12 45 13
If a child's foot is right up to the end of the shoe, it's too small. There should be a thumbs width of space between the toes and the front of the shoe. Remember though, that shoes that are too big can do as much damage as those that are too small.

NEED HELP FINDING THE PERFECT SIZE?

Our Customer Service Advisors can provide detailed information for any of our products.
EMAIL: [email protected]
TELEPHONE: + 44 (870) 0688659 if calling from the UK, + 1 (646) 8108646 from anywhere else in the world 

UK & International shipping options

Did you know we offer FREE delivery?

We are delighted to offer our customers free standard and express delivery. The shipping cost for standard delivery will automatically be deducted from your order when you spend over a certain amount.

How to receive FREE delivery:

   •    UK Customers - spend £50 or more for our "Click & Collect" service via UPS Access Points
   •    UK Customers - spend £150 or more to receive free standard delivery
   •    EU Customers - spend €90 or more to receive free standard delivery
   •    US Customers - spend $99 or more
   •    Australia and Middle East Customers - spend $160 or more
   •    Rest of World Customers - spend $160 or more

 

Collect from a UPS Access Point

If you want to pick up your order at your own convenience, we can deliver to your nearest UPS Access Point. This will take 3 - 6 working days, and is FREE when you spend over £50. Most UPS Access Points are open 7 days a week with extended opening hours.

You can check your nearest UPS Access Point here. Please note that this option is available for UK customers only.

USA duties

We have some great news! All US orders are now shipped on a DDP (Delivery Duties Paid basis). This means that all relevant import taxes and duties are included in the final purchase price shown on the Alex and Alexa site.
Please bear in mind that if you spend over 800 USD brokerage fees may apply.

FREE returns on selected countries

Free returns are available for the following countries: UK, USA, Australia, Germany, Hong Kong, Finland, United Arab Emirates, Ireland, Saudi Arabia, Norway, Denmark, Sweden and France. Orders made outside these countries will need to pay to return an item. Please see below for more information.

You can return any item to us within 30 days of receiving your original order, including sale items.

For more information on how to return your order, please click here.

Country
Delivery Method Cost Delivery Time
UK (GBP)
UPS Standard - Orders of £150 or more FREE 3 - 6 working days
UPS Standard £3.95 3 - 6 working days
UPS Express £6.95 1-2 working days
UPS Access Point - Orders of £50 or more FREE 3 - 6 working days
UPS Access Point £2.95 3 - 6 working days
Sweden (EUR)
Post - Orders of €90 or more FREE 1-3 working days
Finland (EUR)
UPS Standard - Orders of €90 or more FREE 2-5 working days
UPS Standard Post €4.95 2-5 working days
UPS Standard €6.95 2-5 working days
UPS Express €15.95 2-3 working days
Cyprus (EUR)
UPS Express - Orders of €90 or more FREE 2-3 working days
UPS Express €15.95 2-3 working days
Malta (EUR)
UPS Express - Orders of €90 or more FREE 2-3 working days
UPS Express €15.95 2-3 working days
Rest of EU (EUR)
UPS Standard - Orders of €90 or more FREE 2-5 working days
UPS Standard €9.50 2-5 working days
UPS Express €15.95 2-3 working days
USA (USD)
UPS Express - Orders of $99 or more FREE 2-5 working days
UPS Express $9.95 2-5 working days
Australia (USD)
UPS Express - Orders of $160 or more FREE 10-20 working days
Middle East (USD)
UPS Standard - Orders of $160 or more FREE 10-20 working days
Standard Post $9.95 10-20 working days
UPS Express - Orders of $499 or more FREE 2-5 working days
UPS Express $9.95 2-5 working days
Hong Kong (USD)
UPS Standard - Orders of $160 or more FREE 10-20 working days
Standard Post $14.95 10-20 working days
UPS Express $19.95 2-5 working days
China (USD)
UPS Standard - Orders of $160 or more FREE 10-20 working days
Standard Post $14.95 10-20 working days
UPS Express $19.95 10-20 working days
Rest of World (USD)
UPS Express - Orders of $160 or more FREE 2-5 working days
UPS Express $20.00 2-5 working days 

Please bear in mind that unforeseen circumstances can cause delays in delivery.  If you have any questions in regards to this please contact our customer service team.

FREE STANDARD DELIVERY to UPS ACCESS POINT on all UK orders of £50 or more

If you are based in the UK, spend £50 or more to receive free standard delivery to a UPS Access Point. Please allow 3-6 working days for the parcel to arrive.

FREE STANDARD DELIVERY to your address on all UK orders of £150 or more

If you are based in the UK, spend £150 or more to receive free standard delivery to your address. Please allow 3-6 working days for the parcel to arrive.

FREE STANDARD POSTAL DELIVERY to Finland and Sweden on orders of €90 or more

For customers in Finland and Sweden enjoy FREE standard postal delivery for orders over €90.  Please allow 3-5 working days for delivery.

FREE STANDARD DELIVERY in Europe on orders of €90 or more

For customers in Europe (aside from Sweden and Finland) enjoy FREE standard delivery when you spend €90 or more.  Please allow 3-5 working days for delivery.

Free Delivery to the USA on orders of $99 or more 

For customers in the USA, enjoy FREE delivery when you spend $99 or more.  Please allow 2-5 working days for delivery.

*Due to varying customs regulations, international deliveries can take longer to arrive.

FREE STANDARD DELIVERY to the Middle East on orders of $160 or more

For customers in the Middle East, enjoy free standard delivery with the post when you spend $160 or more.  Please allow 5-21 days for delivery. For orders over $499 enjoy free UPS express delivery.  Please allow 2-5 wrking days for delivery.

*Due to varying customs regulations, international deliveries can take longer to arrive.

FREE STANDARD DELIVERY to Hong Kong on orders of $160 or more

For orders to Hong Kong, enjoy free postal standard delivery on orders of $160 or more.  Please allow 5-21 days for delivery.

*Due to varying customs regulations, international deliveries can take longer to arrive.

FREE STANDARD DELIVERY to China on orders of $160 or more

For orders to China, enjoy free postal standard delivery on orders of $160 or more.  Please allow 5-21 days for delivery.

*Due to varying customs regulations, international deliveries can take longer to arrive.

FREE DELIVERY for the rest of the world on orders of $160 or more 

For customers in the the rest of the world, enjoy FREE delivery when you spend $160 or more.  Please allow 2-5 working days for delivery.

*Due to varying customs regulations, international deliveries can take longer to arrive.

FREE STANDARD DELIVERY to Russia and Azerbaijan on orders of $160 or more

For customers shopping in Russia, enjoy FREE standard delivery when you spend $160 or more. Allow approximately 10 - 20 working days for delivery.

  • Due to varying customs regulations, international deliveries can take up to 3 weeks from dispatch, dependant on the destination.

International Duties and Taxes

Please note that for international shipping outside of the UK the recipient is responsible for settling directly with Local Government Authorities or Carriers any Customs Duties and/or Taxes levied as a result of importing item(s) into that Country. For more information on our shipping services and terms, please contact our Customer Service Team on + 44 (870) 0688659 for all UK customers, or + 1 (646) 8108646 for all International customers. Or, email us at [email protected].

Due to varying customs regulations, international deliveries can take longer than the delivery time frame mentioned above. Please contact our customer service team if your parcel is delayed.